What's New with Channel-based Reports

In this article

Overview

Certain metrics take on different meanings depending on the channel. For instance, a metric like Response Time has different definitions depending on whether it’s an email or a chat. For this reason, and due to the launch of Beacon and live chat in Help Scout, we’ve re-organized Reports to be channel-specific. In so doing, we’ve also added an all-new Chat report and revamped the Docs report to include Beacon activity.

Now you’ll be able to track overall trends in volume with the All Channels report (previously the Conversations report), then drill down specifically into your team’s per-channel productivity on the Email, Chat, and Phone reports. The Company and Happiness reports have remained largely the same, with small changes to accommodate some of the new metrics.

For a quick walk through of Channel-based reports, check out this great video from our CEO, Nick:

No Type Filter in Views

By moving to channel-specific reports, there is no longer a need to have Conversation Type (Email, Phone, Chat) as a filter in Views. Here’s what this means for you:

  • We’ve removed the Type filter from all existing Views
  • If the View contained the Type filter and no other conditions, it’s been removed
  • If removing the Type filter resulted in any duplicate views, we have removed those as well

No changes have been made to any Views without a Type filter.

Although Type has been removed, it’s important to note that the All Channels and Happiness reports can still be filtered by type using the Channel toggle on the page:

If you have any bookmarked reports that contain the old Type filter, the URL will automatically map the Type value to the proper Channel report.

Report-specific Changes

All Channels Report

Designed to be all about volume, the All Channels Report measures overall volume across all Email, Chat and Phone conversations.

What’s changed:

  • We’ve renamed the Conversations report to the All Channels report.
  • We’ve replaced the Type View filter with a new Channel Toggle. Selecting a channel will refresh the report, providing more specific per-channel data.
  • A Volume by Channel bar graph has been added to provide a quick breakdown of total volume by channel.
  • Messaged Received, which measures the total number of Customer email replies received, was moved to the new Email Report.

Email Report

Previously named the Productivity report, the new Email Report tracks how your team is performing across email-specific metrics. While we’ve moved a few things around, the Email Report includes the same metrics you’re familiar with from the Productivity Report.

What’s changed:

  • To show metrics specific to email conversations, we’ve filtered the report by email conversation type behind the scenes.
  • We’ve added Email Conversations, which measures the total number of conversations that were started by a Customer or User email thread.
  • We’ve also added Emails Created, which measures the total number of new conversations created by a User email thread.
  • Messaged Received was added from the All Channels Report.
  • Resolution Time has been moved into to the Resolutions tab. We’ve also added a drill down table so you can quickly see how long it takes for conversations to be resolved.

Chat Report

We’re particularly excited to introduce the all-new Chat Report, designed to help you measure your team’s chat volume and efficiency over time. Conversations from third-party chat integrations will be included in the Chat Conversations volume metric only. All other metrics are calculated specifically for Beacon chats.

Phone Report

Our second brand-new report, the Phone Report will give you insight into your team’s overall and per-User phone volume.

Company Report

The Company Report has been updated to provide data by Team or User across all channels.

What’s changed:

  • With a shift to showing more global metrics, we’ve removed the Closed metric which was originally created to help companies count the number of Phone conversations for their team. Now that we have a Phone report, that metric is no longer necessary.
  • We’ve replaced Replies per day with Conversations per day to better measure your team’s volume across all channels.
  • Customers Helped has been updated to measure the number of unique customers helped across all three channels.
  • Handle Time for each User is now available on the Email tab of the User Report.
  • Report name updated to reflect Company for all plans. On Basic and Standard plans this was previously named the Team report.

User Report

With the introduction of the Email, Chat, and Phone reports, we’ve also updated the User Report to help you measure channel-specific volume and efficiency at the individual User level.

What’s changed:

  • The Volume tab was re-named All Channels, and the metrics have been updated to include chat and phone conversations.
  • We’ve combined the Replies and Resolutions tabs into the Email tab. This includes removing the Resolution Time metric. Resolution Time is still available via the API.
  • Added the Chat tab, measuring each User’s chat volume and productivity.
  • Added the Phone tab, measuring each User’s phone volume.
  • Each channel-specific tab is filtering by conversation type behind the curtain.
  • We’ve updated the Conversation History table to include Type (email, chat, or phone).

Happiness Report

Almost entirely the same, the Happiness Report includes one small change. We’ve replaced the Type View filter with the Channel toggle on the top left of the report. Choosing a channel will refresh the report so you can view channel-specific happiness metrics.

Docs Report

Last, but certainly not least, we’ve made a few updates to the Docs Report, designed to give your team insight into how helpful your self-service content is to your customers.

What’s changed:

  • We’re excited to say that Beacon 2.0 has been incorporated into the Docs report! You’ll now be able to track Visits, Articles Viewed per Visit, and Conversations Created for each Beacon.
  • We now support filtering the Docs report by Beacon or by Docs site.
  • We’ve added a Visits line graph, so you can track the number of visits throughout your reporting timeframe. This includes removing the Browse and Contact charts - those metrics are still available via the API. You can learn more about this change and the exciting updates that we have planned for the Docs report here.
  • A small change, but we also switched the drill downs so that Popular searches are on the left and Failed Searches are on the right.

Other Ways To Get Your Data

In addition to the in-app reports, there are three alternative ways to pull reporting data from Help Scout:

  1. Looking to do more data analysis? Using Report Exports, you can download a CSV or Excel spreadsheet of your reporting data whenever you need.
  2. If you prefer more raw data or are looking to build a custom reporting dashboard for your team, you can also grab most reporting metrics using Mailbox API 2.0. At this time, the Chat and Phone reports are not available via the API.
  3. Finally, using Zapier you can pull Customers Helped, Happiness Score, Replies Sent and Handle Time for any User in your account with the User Report Search.

FAQs

Can I go back to the old version of reports?
While all of your existing data is available in the new format, the previous version of reports are no longer accessible in Help Scout. Helpful for running more in-depth analysis or when building custom reporting dashboards, Mailbox API 2.0 can be used to export your reporting data programmatically.

Please don’t hesitate to reach out with any questions regarding your new reports. We are here to help!

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